Ecommerce is ideally suited to G2C interactions, however because Government is both conservative, and often chooses contractors that are expert in Government systems rather than ecommerce there have been a number of expensive failures and there are a large number of G2C ecommerce systems that have very poor usability. Generally Government is a monopoly so it does not have the competitive force that has driven the improvements in B2C ecommerce and is often behind B2B in functionality and roll out.
Self service shopping
Accurate Prompt Payment
Much lower cost than previous methods
Quicker to change than previous methods
Much better more customised service
Much lower running costs
Government is still gradually adopting ecommerce and the benefits are now well proven. However there is still a tendency to significantly over specify and pay resulting in overly complex ecommerce systems. A low cost ecommerce system ensures value and allows the service to be promoted so that citizens are aware that they can interact electronically.
Traffic - Search engine optimisation and support for ad tracking to assist with take up of the service
Self service - good usability ensures system is self service and minimises costs
FAQ and help - process to ensure that all queries can be answered on line
All ways on - 100% uptime payment fail over so site up even if bank down
automated processes to support results of site interactions
ability to support jumps in demand
Continued cost reduction and improved customer service